Using the Total Synergy Helpdesk

1. Using Synergy Cloud Services Application - Synergy users with the access level of Project Manager or higher will have access to Support. This is available to Synergy Enterprise clients who have signed up for the Synergy Cloud Services Application.
2. Not using Synergy Cloud Services - Who can access the helpdesk area is defined in the 'Account Security' section within Synergy Cloud Services. This area allows each company with an active Synergy license to define two account managers, and three support staff. Both the account managers and support access staff will have access to the helpdesk area.

1. Click here to go to the Total Synergy helpdesk - http://synergycloudapp.com/help/supportcalls
2. A login screen for Synergy Cloud Services will be shown.
3. Login using a Microsoft (Windows Live ID), Google, or Yahoo! account that is linked to your Synergy business email address.
4. Helpdesk Calls List will open directly, if the above link is used. Or click the expanding menu button in the top right of the toolbar, and select 'Support' to open the helpdesk.

1. Click the Create a Call button in the top toolbar.
2. Enter a Title to be the heading of the call.
3. Type a Description of the query you have about Synergy Practice Management.
4. Select what Synergy feature the query relates to in the Category field.
5. Click the Save button .

Click the image above to view a new helpdesk call.

6. Type any extra information about the query into the Notes area and click the Save button in that panel.
7. Add any files that relate to the query using the 'Attach files' button in the Attachments panel.

Click the image above to view the attachments upload window.

8. Drag and drop the files you want to add into the Attachments window, and press the 'Upload' button.
9. Once all uploads are shown as 'Done' the attachments window close automatically.
10. Once you have finished adding details to the call, click the Save and Close button to return to Helpdesk Calls List.

Click the image above to view a completed helpdesk call.

11. A confirmation email is sent to your email account with a summary of the new helpdesk call.
12. The email has a link you can use to return directly to the call and add extra details. A sample of this email is shown below.

Click the image above to view a sample of the helpdesk call email.

1. Click on the 'Open this call' link in the email to view the full details of the helpdesk call.
2. Use the edit call screen add extra details about the issue in the 'Notes' field.
3. Type into the new note area and press save after adding the extra details.

1. Open the helpdesk call by logging into the helpdesk, or using the link in the Helpdesk email sent.
2. Add a new note on the helpdesk call. i.e. Tell the Total Synergy Support Team that the solution was successful.
3. Click the Close Button in the top toolbar.
4. Enter a short description into the 'Solution' field for the helpdesk call and save.